Southside Window Systems Limited

This job was installed approximately 10 years ago with no complaints over the last 10 years. You initially contacted us to enquire about a free health check on your existing windows and indicated they were installed a few years ago, which was misleading. We advised you that unfortunately this was not a service that we offered, however if you sent us over some more information we can advise and assist you as best we can, we also noted that we had looked up our records and your quote was from 2015 so you were likely out with guarantee but we would still assist. You then sent over images of a gap between your wooden mahogany sill and window. We explained that wood is a natural product and it can be susceptible to shrinkage due to moisture and temperature changes within the home, and this is perfectly normal after 10 years. We advised that we could assist you with this however, it would be chargeable due to you being out of the guarantee period. Upon mention of a cost, you expressed your disappointment and your manner changed and became very condescending. The narrative then became that the job was not installed correctly at the time. It doesn’t seem logical to complain about that 10 years after installation and not to complain about it at the time. Russell, the owner, offered to visit your property on several occasions to discuss your concerns. You were unwilling for Russell to attend “unless” we intended to correct what you deemed to be issues without charge, then there was “no point” and you proceeded to leave this negative review. This is an unwarranted review due to us not completing the work you felt entitled to free of charge 10 years later, with no complaints. This situation serves as a clear example of how online reviews and social media can be leveraged in an attempt to harm a business’s reputation. By your own admission, you intend to produce a YouTube video in a further effort to publicly criticise our company. It is not difficult to distinguish between genuine customer feedback and reviews driven by malice. We are a long-established, family-run business with over 27 years of experience, and our commitment to high-quality service is reflected in the 300+ positive reviews we have received.